Quality Assurance, Inbound & Governance, Specialist

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About the Role

. To monitor and review the reporting team members to comply with Quality Assurance (QA) Standard Operating Procedure of Tele Assist Project for in-house and/or outsource campaigns.
. To objectively manage & handle all inquiry and complaints received for Tele Assist campaign

Roles and Responsibilities:

1. Operational Control & Service Delivery

• Ensure effective governance of QA, complaint handling, and OCC inbound operations in line with SOPs and service standards.
• Ensure all customer enquiries and complaints are resolved within agreed turnaround time (TAT).

2. Resource & Capability Management

• Oversee manpower planning, recruitment, onboarding, and deployment to support operational requirements.
• Ensure adequate training and competency development for QA and operational teams.

3. KPI, Quality & Regulatory Compliance

• Monitor and drive achievement of service level agreements (SLAs), quality metrics, and internal KPIs.
• Ensure call evaluations, complaint handling, and processes meet business, QA, and regulatory requirements.

4. Customer Experience & TSR Quality Uplift

• Uphold TSR competency standards through QA pass rates, structured feedback, and targeted coaching.
• Identify quality gaps and implement continuous improvement actions to enhance customer outcomes.

5. Stakeholder, Partner & Regulatory Engagement

• Act as primary liaison with internal stakeholders, business partners, and regulators (including BNM) on QA and complaint matters.
• Manage QA appeal cases and complaint disputes objectively, ensuring fair and consistent outcomes.

6. Performance Reporting & Strategic Execution

• Provide timely, accurate reporting on QA performance, complaint trends, and service risks.
• Execute HOD directives and enterprise initiatives in alignment with governance and risk management expectations.
• Serve as subject matter expert and escalation point for QA and complaint‑related matters.

Minimum Job Requirements:

• Degree holder in any discipline and/or non degree holders with strong related working experience.
• ver 3 years relevant experience in supporting sales programs, operation and processes.

• Sound business acumen, strong strategic thinking, and innovative mindset
• Thorough productivity and quality management knowledge with strong ability and discipline to multi-task and to plan and execute multiple complex campaigns / initiatives concurrently.
• Good grasp and appreciation of systems and applications including digital tools
• Excellent negotiation, analytical and problem- solving skills.
• Customer focused and bottom-line performance driven personality.
• Good team building and interpersonal skills and able to communicate effectively with people at all levels.
• Excellent languages ability, presentation and proposal writing skills.